Introducing CCNG partner - Spherion Staffing LLC

CCNG talks with Michelle Diaz Regional VP for Great Plains and Pacific Northwest regions about her organization Spherion Staffing and their expertise in working with contact centers and customer care operators.

In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.

Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.

Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.

Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?

This webinar introduces Engage WFO SaaS™ (Software-as-a-Service), a managed service from TelStrat providing advanced call recording, quality management, analytics, and workforce management. We will describe the benefits of moving to a cloud-based subscription model, explore deployment options and multiple use cases. Learn how you can lighten the workload for your IT department while always having access to the most current software features. If you need to do more with less, increase productivity and customer satisfaction, and provide a clear view of performance, don’t miss this webinar.

Best Practices means many different things to many different people, but there are some common themes across all contact centers where best practices can be applied. In this webinar we will discuss the Top 10 industry-proven Best Practices for Workforce Optimization and techniques for applying them to your contact center.

With the increasing pressure on organizations to both reduce costs and improve service quality, organizations are re-inventing their service & support to automate tasks and understand customer intentions to provide a more personalized experience.

Get an overview of Robert C. Davis and Associates’ exclusive methodology called The Quality Conversation. RCDA founder and CEO Bob Davis will talk about this winning approach, his book The Quality Conversation, and practical examples of how the approach drives desired results in contact centers. The results have included higher close rates, exceptional sales and retention numbers, dramatically improved customer experiences, millions of dollars in added revenue, and more. Bob will tell the success stories of clients DIRECTV/AT&T and Police and Fire Federal Credit Union after RCDA implemented customized programs in their contact centers.

Contact centers are plagued with three customer experience issues and how to address them – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer satisfaction and reduce costs, but many companies fall short and struggle with ways to solve these issues.

In his new book, The Curated Experience, Amas argues that customer experience efforts often fail because leaders do not start with the why. Many leaders do not clearly articulate the business case of delivering on the Customer experience in a language that even the CFO can get behind. Amas then goes on to lay out the how ... he talks about the three pillars – Liberating Structures, Empowered People and Data Driven Technology. You may learn more about Amas from his blog at amastenumah.com.

Collaboration is the name of the game these days. The contact center industry is too big for any one person or company to have all the answers. We all need to have a cadre of like-minded experts available at a moment’s notice (or at least at the swift click of a mouse). Join us to learn how the collaboration between iLearnCallCenter.com and CCNG members is going to build the first and only smarty pants “do it yourself” call center network. The launch pad is ready – are you?

This webcast with President of Aria Solutions, Rob Church, will give a brief overview of Omni-Channel products and services provided by Aria, including full project implementations, workforce optimization solutions, contact center analytics, and agent productivity.

End users say the industry runs customer service teams and contact centers, and analysts write about customer experience. What do we call our industry and where does it fit into the wider organization? Richard Kenny and David Hadobas discuss how organizations have evolved from a call center model into a wider organizational approach that helps brands deliver enhanced customer experience.

Call centers get 250 million calls a day. Distilling each one of those conversations down to the basic elements - emotion, effort, and personality - tells a unique story about the caller. In this webinar, find out how Mattersight is leveraging NASA science with millions of algorithms to break down, analyze, and turn these stories into meaningful data to improve call center interactions, resulting in higher ROI, reduced employee attrition, and transformed customer experience.

Putting in place a great customer experience requires more than a phone system. Richard Kenny and David Hadobas discuss key trends for customer service and the impact this has on your people (behaviors and culture), spaces (office or call center environments, or home), and technology.

Change can be confusing and scary for even your most loyal customers. Stay ahead of negative sentiment by tapping into the data generated within your contact center. CCNG CEO David Hadobas is joined by Brad Snedeker from Calabrio, Paul Stockford from Saddletree Research, and Jim Lavery from Desert Schools Credit Union as they discuss the contact center’s role in helping your customers embrace change. Discover how financial institutions are leveraging the contact center to navigate an evolving banking landscape—especially the recent transition to EMV payment cards. You’ll also learn how new technologies like analytics can support customer-facing business changes by allowing you to pinpoint your customers’ reaction to those changes.

Today's technological advancements offer organizations insight into customers' needs and wants. See how listening to the voice of the customer, more importantly, tracking key trends and sharing that information enterprise-wide, can be easy with the right tools. Analytics solutions are a powerful way to leverage the wealth of information you have already gathered to identify customer opportunities ahead of the competition. By providing complete access to customer data, including each customer's interaction history with your company, your agents can make the service experience consistent, seamless and personalized. Implementing an analytics solution is key to continuously improve and innovate your contact center responsiveness and set your business apart.

Customers contact businesses through multiple channels: phone, chat, text, and social media. This poses a challenge to businesses that don’t have the technology to manage those channels affectively. Wendell Black, General Manager of Vocalcom, will discuss these challenges and how technology can be a solution for operations managers and their contact center.

By using the Navigator Methodology our Professional and Managed Services teams combine certified technical expertise with in-depth industry knowledge to ensure your contact center project’s success on time and on budget.

Windstream Communications is a trusted Service provider who has over 80 years’ experience in helping customers navigate in the ever changing Telephony, Unified Communications, Networking, Security, and Contact Center divisions for their businesses. Windstream & Avaya have been strategic partners for 25+ years. As an Avaya Platinum Partner - less than a dozen in the US - which requires Windstream to meet and maintain stringent requirements in Revenue, Certifications and Customer Satisfaction. Windstream has over 1 million desktops deployed with Avaya Business Phone Systems, Contact Centers, Unified Messaging, Data Networks and Complete Unified Communications Systems. Windstream can provide complete design, installation and operational support for all categories of products in the Avaya portfolio. We are also the first and only SP to have an Avaya UCaaS subscription license agreement in place. Windstream has over 1000 in-house certified Avaya Red/Blue technicians.

Consumers want it all: infinite choice, immediate access, personalized service. And they expect you to be available and deliver at every step in an effortless multi-channel, multi-event customer journey. Mariann McDonagh, CMO of inContact, will share hot-off-the-presses research about consumer expectations during the peak shopping season. Nine in ten U.S. adults (89%) agree that companies need to work harder to provide a better customer experience. The inContact-sponsored research, conducted online by Harris Interactive, reveals consumer actions and preferences when making online or phone purchases. The findings confirm the critical role that contact center agents play when the customer relationship is on the line—and what happens when a consumer has a bad service experience.

CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.